Maestría en Dirección Empresarial

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Diseño de un plan de mejoramiento de la calidad de servicio al cliente en la asociación Deportivo de Cali en el año 2016
(Universidad Santiago de Cali, 2017) Ordoñez Rojas, Jakeline; Zapata García, Lucelly; Gómez Racines, Ligia
Senior management of organizations today makes a big bet for the service, because it has been understood that the various commercial transactions well-made generate customer loyalty, repurchase and consequently the success of enterprises, this factor makes every day new techniques are used in order to overcome the expected user expectations. The organizational self-assessment by management tools; such as market research, matrices, are critical to decision making and designing improvement plans that aim to achieve institutional goals set. Service design is an operating technique of organization and standardization of processes of a company and its different areas towards providing the best service in the face of customers, companies are betting on this process to achieve adequate internal review and that way get outside expected from an international quality certification to the recognition and customer loyalty that take their level of expectations higher than expected. According to the foregoing the exercise of market research and applications of matrices to Deportivo Cali in order to submit a proposal improvement plan with the best to improve partner satisfaction was performed using various techniques.